W New York

Very tiny rooms, but same standards as you generally expect at a W. Love the bliss spa products in the bathroom.

The location is very good the service not so much. The mega room is the way to go here as it is the size of an average room you would get outside of the city. The staff are nice enough and well meaning but there is no attention to detail so if you are looking for a room close to Time Square and don't need anything from the staff this would be fine. If you are the type of person that likes room service, concierge services or pretty much anything else that the staff would provide this is not the hotel for you.

Examples: Check-in ..... This went smoothly except my room was not ready when I checked in, which was fine because I was early. They told me they would call me when the room was ready and since check out is noon I figured it wouldn't be long. Three hours later I was still waiting for my room because they neglected to tell me that the people staying in that room were not checking out until 2:00pm. The manager finally gave me another room at 3:00pm.

In addition I was told at check-in that I had a package and it would be delivered to my room. Great, I was expecting the package and was anxious to receive it. Three hours later I had to call and ask for the package.

Concierge: Awful! We had to wait to check our bags when we were waiting for our room; we had to wait to get our bags back after we finally did get our room. We went to the concierge for information and the gentleman was on the phone so we patiently waited for at least 10 minutes with no acknowledgement from him. We finally left and did not return. At the end of our stay they had added a charge to our bill for the munchies bar (we did not eat anything from this) We called and no one answered so we left a message and three hours later we still had not received a call back. We finally had to go the front desk to resolve this.

We needed a cab so we went to the door man who was hailing cabs for other guests. There was a line and we were the third party in the line. The doorman did not acknowledge us, others came behind us and he asked where they needed to go but still nothing for us. Finally the two parties in front of us left and he still did not acknowledge us but continued to ask the people behind us their destination and even hailed cabs for some of the people behind us. I guess he expected us to give up but we stayed and finally a cab pulled up to drop off a passenger and he waves us over sand said, “you can take this one”. The next night we walked 15 feet beyond the hotel entrance and hailed a cab ourselves and were on our way in less than a minute. For the remainder of our stay we hailed our own cabs and arranged our own drivers.

The Acura Experience was the best thing about this hotel. There is only the one vehicle so it is difficult to get a time slot so plan ahead and reserve your time. The gentleman came into the lobby and escorted us out, he treated us like we were royalty (and he was genuine), he was very personably and talked with us while he drove us to our destination, we were even offered bottled water, at our destination he dropped us in the exact right place and was the most professional staff we encountered. A huge thumbs up to the Acura staff. (I have to wonder if they are even employed by the hotel because the service was so out of character from the other staff).

Housekeeping: The room was made up nice so no problem there but she did report that we used an item from the munchie bar when we did not. She didn’t give us fresh robes (which were kind of disgusting anyway) and she did not replace our breakfast order card. Again the attention to detail is what this hotel is most lacking in.



Checkout – went smoothly



Bottom line – I would rate this hotel as average. There was nothing that I would be “up in arms” about but also nothing that exceeded my expectations. If I stay here again I will prearrange my own transportation and will eat else ware.